digitalimpact said
My advice after years of customer support (for ThemeForest themes), is to not go ahead and try to contact Envato support on every possible channel. Doing so only creates confusion and adds more work for the support team, which will reply even slower.

I always tweet after sending a support ticket. Always getting a reply within 24 hrs

Glad to hear that, I guess I’m letting my frustration come out (but I still stand by it)

My advice after years of customer support (for ThemeForest themes), is to not go ahead and try to contact Envato support on every possible channel. Doing so only creates confusion and adds more work for the support team, which will reply even slower.

I know how it is when you need an urgent answer and start looking for it everywhere, been there myself quite a few times. But it’s best you just have a ticket submitted and wait. They do reply pretty slow nowadays, but they’ll get things resolved.

Finally, since the theme is now removed, that’s actually good news: it may very well be that either Envato or the author have been made aware of the issues – expect the item to return with fixes, or a refund. Don’t panic

I usually tell them that the update will overwrite theme files, so if they made any changes to them, they should write them down so they can add them back in, after updating. Never seen anyone upset about that.

RubenBristian saidThe “developers” who ask for basic support stuff or don’t know what a child theme is, aren’t really developers.

On a side note here, I just love support threads beginning with / containing “My customer needs [...] (custom work)”